Consultant: Service Delivery at SITA

To ensure the delivery of for Service Management Centre services to customers through development, establishment  and maintenance of Service Level Agreements, Operational Level Agreements, Underpinning Contracts and Project

Charters with the key objective of ensuring that consistent and efficient support and services are provided to customers through communication, negotiation, measurement and management of service levels including

development and implementation of continual service improvement initiatives.

Key Responsibility Areas

• Development, implementation and management of delivery of Service Management Centre (SMC) services in line with aligned to ITIL methodologies in order to perform end-to-end service management functionality
• Management of the Service Delivery for direct and embedded Service Management Centre services to customers
• To plan organize lead and direct all components of the Service Delivery related to Service Management direct and embedded services including vendor management
• To develop and implement Service Management Centre Service Delivery Processes and ensure compliance
• To design, develop, implement and maintain Service Management Reporting platforms
• To develop and maintain costing and pricing models for Service Management Centre Services
• Responsible for communication and measurement of service level performance for Service Management Centre
• customers
• Resource Management.

Qualifications and Experience

• Minimum: 3-year National Diploma or Degree in IT or related fields and ITIL Foundations Certification.
• Experience: 5 -6 years’ experience in Service Management principles aligned to good practice methodologies,
• Service Level Management practice, service level performance reporting principles, Customer Service Level and
• Relationship management and project and financial management principles.

Technical Competencies Description

Knowledge of: 

• Processes development and implementation. Understanding of Service Delivery aligned to ITIL good
• practice methodology, Cobit Governance and ISO 20 000 standards. Understanding continual improvement through
• service/process monitoring and evalaution . Understanding and practice of of Project Management.
• Understanding of the ICT Industry and the value of convergence Understanding of customers business and how IT
• contributes to the delivery of that product or service. Understanding of statistical and analytical principles and
• processes. Contract Management. Knowledge Managemen.t Programme and Project Management. Good Risk & Issue
• management. Good understanding of Financial management. Good understanding of Information Management
• Excellent understanding of Service Delivery aligned to ITIL good practice methodology, Cobit Governance and ISO
• 20 000 standards. Excellent understanding of continual improvement through service/process monitoring and
• evaluation. Excellent Service / Process performance monitoring evaluation and reporting. Excellent understanding
• of Service Level Management. Excellent understanding of Proposal and Service Level. Agreement development.

Technical Competencies: 

• Business Analysis, Business Continuity, Business Development, Business Intelligence &
• Analytics, Customer Advocacy Management (Consultancy), Customer Relationship Management, IT Project
• Management, IT Service Management, Product & Service Lifecycle Management, IT Risk Management, and
• Vendor/Supplier Management.
• Interpersonal/behavioural competencies: Active listening, Attention to Detail, Analytical thinking, Continuous
• Learning, Disciplined, Resilience, and Stress Management